Chamberlaine Court

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We assessed a total of 2 quality statements from this key question. Staff interactions with people were relaxed and caring. People described staff as being kind, friendly and respectful. People felt able to make choices about how they spent their day. However, staff were very busy and felt people would benefit from more choice and independence if they had more time to spend with people.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People felt comfortable with staff who they described as kind, friendly and respectful. Comments included: “The staff are always very kind and respectful; they’ve never been anything but”, “The staff are very good, we have a laugh and a joke. They are all very friendly and they ask about my family, and we chat” and, “The staff and management are absolutely magnificent, I treat them with respect, and they do likewise.” Relatives also commented positively about the attitude of the staff team and how they interacted with their family member. One relative told us, “Staff are nice and friendly.” Another relative said, “Staff are very calm and welcoming, kind and caring. There is not one member of staff I have any complaints about.”

Staff told us they felt they had done their job well if they had provided the care people needed and improved the person’s day. One staff member told us a caring member of staff was, "Somebody who has got a good heart, treats the residents with love and kindness and makes them laugh."

Healthcare professionals said staff were caring and appeared to have developed good relationships with people. One healthcare professional told us, “During a review I typically ask for a staff member to be present, and they appear to know people well. They are caring and empathetic.” Another healthcare professional said, “The care staff I have spoken to during my reviews have always shown empathy for people and are caring.”

Staff interacted in a relaxed manner with people and spoke in a caring way. Staff consistently used people’s names and appeared to know them well. One staff member took time to listen when a person wanted to talk about a matter that was troubling them. Another person became a little anxious. A staff member immediately recognised what was causing the person’s anxiety and gave assurance they would provide the support the person wanted.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People felt able to make choices about their daily routines and how they wanted to spend their time. One person told us, “I do control to an extent my daily routine. I prefer my lunch in my room and that’s where I have it.” Another person explained, “The carers let me be as independent as I can be. l tell them not to disturb me after dinner with a drink until 4.00pm and they don’t.” Relatives told us they could visit when they wanted to, although there were protected mealtimes. One relative told us, “You are not allowed in at mealtimes, they have visiting times.”

Staff told how they offered people choices to promote their independence and help them maintain some control over the lives. However, some staff felt people would be able to have more choice and independence if staff had more time to spend with them. One staff member told us, "The care they get is good. The only thing I would say is that we need more time for our clients. Although we provide them with good care it would be good to have enough staff to take them out on a daily basis." The registered manager confirmed they encouraged protected mealtimes as some people could easily become distracted from eating and drinking. However, they assured us they would not refuse if a relative wanted to visit at that time.

During our visit we saw people making decisions about how and where they spent their day. Some people chose to spend time in their bedrooms and other people expressed a preference to be with others in communal lounges. Where people needed support to make their choices, staff offered prompts. For example, at lunch time, people were given a visual choice of the meal options so they could make an informed decision about what they wanted to eat.

Records evidenced people were supported to maintain independence and choice where possible. Care plans detailed what people could achieve by themselves or with prompting, and when they needed full support from staff.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.